Allstate Customer Service (ACS) Knowledge Assessment

Why did you receive a call with Allstate Customer Service displayed in the CTI banner?

• The agent the customer called is closed.

• The customer called 1-800-Allstate

• The agent the customer called is enrolled in ACS

What are the steps that must be completed for a warm transfer to the agent? Pick all that apply.

• Introduce the customer and agency before disconnecting.

• Setting expectations with the customer that you will transfer them to the agent.

• Disconnect immediately when the agency answers.

• 
  If call is routed to voicemail, transfer the customer to voicemail.

• When the agency answers, introduce yourself, provide the caller's name and reason for their call.

During the ACS call you determine it should be transferred to the local agent. When you transfer and the call is routed to voicemail, what should you do?

• Ask the customer if they want to leave a voicemail.

• Transfer the call to voicemail

• Tell the customer the agent isn't available and offer to help them

An ACS customer called to get an ID card mailed to them and realized they need to add a vehicle to their policy. Who needs to assist the customer?

• The agent needs to assist the customer, so you warm transfer the customer to the agent.

• You can only assist the customer with specific call types, so the customer needs to call their agent at a later time.

• You can assist the customer if it is within your role.

On an ACS call, if a customer needs to change their residence address on a condo policy, who needs to assist the customer?

• Agent

• Sales

• Licensed

• Unlicensed

How does an agent know their customer had an interaction with ACS?

• 
  Notes left in 1View are visible to agents

• The agent doesn't know when their customer interacts with ACS

• The customer tells them they spoke with someone in ACS

An ACS customer calls to make a payment on their auto policy and wants a quote for a new renters policy. Who needs to assist the customer with the quote?

• Licensed

• Sales

• Unlicensed

• Agent

What number did the customer call to make the CTI banner display Allstate Customer Service?

• 1-800-Allstate

• The customer's local agent's phone number

How will you know it is an ACS call?

• Allstate Customer Service is displayed in 1View.

• Allstate Customer Service is displayed in the CTI banner.

• I won't know unless the customer tells me

  
  

If at any time during the call an ACS customer requests to speak with their agent, what should you do?

• Assure the ACS customer that you can help them with their request.

• Ask the ACS customer why they want to speak with their agent.

• Tell the ACS customer you will immediately make a warm transfer back to their agent’s office.

• Inform the ACS customer their agent is not available and is unable to help them.